Internal Comments in Mailbox integration

In a mailbox integration there are times when I want to add a comment just for the other support agents (but not for the customer). Is there some way implementing this?

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HI! 

I'm Sergey from the Youtrack Team. 

Thank you for the post. I'll be happy to help you. 

Firstly, in this case, you should have a group assigned to this project that would consist of the users you want to make the comment visible to. 

Then you can leave a private comment visible to this group following these steps: 

 

  • if you add a comment on the issue's page directly, just change its visibility to the private group and post the comment. See the screenshot: https://take.ms/AgQro 
  • if you want to leave such a private comment by sending an email, then you can create an on-change workflow. Workflows help automate various processes in your Youtrack. In your case, you will use it to send an email that would be posted as a comment with the changed visibility. 

For example, you can add a rule that when a comment is added, you want to set the comment's visibility to <group>. For that, you can use permittedGroups property of the IssueComment entity. Please see: https://www.jetbrains.com/help/youtrack/standalone/v1-IssueComment.html To let the workflow know which comment should it change, I can suggest using a specific word/phrase like #privatecomment and make sure that the workflow checks the comment for it and only then executes a group visibility change. 

Hope this information helps. 

If you have any questions, please let me know. 

 

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